About the role
Key Responsibilities
- Manage high-volume, concurrent live chats and email support queues within defined Service Level Agreements (SLAs)
- Troubleshoot and resolve complex product, service, and technical complaints with high First Contact Resolution (FCR)
- Maintain a professional, empathetic, and solution-oriented tone aligned with the brand voice across all written interactions
- Accurately tag, document, and categorize customer tickets in the customer relationship management to ensure clear audit trails and clean reporting data
- Identify potential brand risks or viral negative sentiment; implement rapid de-escalation protocols and escalate to internal stakeholders (Public relation, Legal, Product) when necessary
- Turn negative brand sentiment into positive customer advocacy through swift, transparent, and empathetic public problem resolution
- Act as the tier-II escalation point for unresolved frontline queries, bug reports, and edge cases
- Assist team leads in conducting spot-checks, peer ticket audits, and providing constructive feedback to junior associates
- Document recurring process bottlenecks, customer pain points, and edge cases to share with Product, Tech, and Quality Assurance teams
Ideal Candidate
- 4 years of experience in non-voice customer support (email and chat)
- Proven track record handling enterprise or consumer-facing escalations in a fast-paced environment (E-commerce, Fintech, SaaS, or D2C)
- Should be proficient in platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, Zoho Desk, or Intercom
- Experience using tools such as Sprinklr, Hootsuite, Sprout Social, Brandwatch, Locobuzz, or Konnect Insights
- Should have a typing speed of 45–50 WPM with 95% accuracy
- Should be good with grammar, comprehension, tone modulation, and de-escalation writing skills
- Ability to synthesize complex customer queries quickly and extract actionable insights from repetitive feedback trends